Remote Bilingual Customer Support Agent (Dutch & English) – Exceptional Service Excellence & Multilingual CX Specialist – Sofia, Bulgaria

About brighthush

brighthush is a trailblazer in the customer experience (CX) arena, redefining how brands connect with their audiences worldwide. With a global footprint that spans continents and a portfolio of over 750 leading digital-first brands, we empower our partners to deliver seamless, memorable interactions at every touchpoint. Our cutting‑edge technology, data‑driven insights, and a culture of continuous improvement enable us to turn ordinary customer journeys into extraordinary brand stories.

Why Join brighthush?

At brighthush, we believe that exceptional customer support is the cornerstone of brand loyalty. As a Remote Bilingual Customer Support Agent, you will be at the heart of this mission, ensuring that every Dutch‑speaking customer receives timely, accurate, and empathetic assistance. Working from the comfort of your home in Sofia, you’ll collaborate with a diverse, global team, leveraging our state‑of‑the‑art tools to solve problems, share insights, and drive measurable impact.

Your Key Responsibilities

As a frontline advocate for our clients’ brands, you will:

• Respond to a wide spectrum of consumer inquiries via phone, chat, and email, maintaining a high level of professionalism and empathy.
• Analyze each situation, think on your feet, and make informed decisions that resolve up to 30 customer contacts per shift.
• Provide clear, concise information about products and services, consistently exceeding productivity and quality benchmarks.
• Follow predefined escalation protocols when necessary, ensuring that complex issues are routed to the appropriate specialist.
• Interpret customer needs to deliver tailored solutions aligned with our key performance indicators (KPIs).
• Navigate multiple systems simultaneously—CRM, ticketing, knowledge base—to update electronic records promptly and accurately.
• Proactively support colleagues, fostering a collaborative environment that drives collective success.

Essential Qualifications

• Fluent spoken Dutch (C1 level) and strong written communication skills.
• Proficient in English (minimum B2 level) for internal collaboration and documentation.
• Prior experience in a contact center or customer‑facing role is highly desirable.
• Demonstrated ability to adapt quickly to evolving products, processes, and technologies.
• Excellent attendance record and punctuality, reflecting reliability and professionalism.
• Basic computer literacy, including proficiency with Windows, macOS, and common productivity suites.

Preferred Qualifications

• Experience with CRM platforms such as Salesforce, Zendesk, or HubSpot.
• Knowledge of customer support metrics (CSAT, NPS, first‑contact resolution).
• Background in multilingual support or cross‑cultural communication.
• Familiarity with remote work best practices and self‑management tools.

Core Skills & Competencies

• Exceptional verbal and written communication in Dutch and English.
• Strong problem‑solving and analytical thinking.
• Empathy and active listening to understand customer pain points.
• Time management and the ability to handle high‑volume interactions.
• Team collaboration and a proactive attitude toward knowledge sharing.
• Tech‑savvy mindset with quick learning of new software and processes.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. As a Remote Customer Support Agent, you will have access to:

• Structured onboarding programs that cover product knowledge, customer service best practices, and brand values.
• Ongoing training modules—both live and on‑demand—focusing on advanced communication techniques, data analytics, and emerging CX trends.
• Mentorship from senior agents and team leads, providing guidance on career pathways within the organization.
• Clear progression tracks: from Agent to Senior Agent, Team Lead, and beyond into specialized roles such as Quality Assurance, Process Improvement, or Customer Success Management.
• Cross‑functional exposure to marketing, product, and technical teams, broadening your skill set and industry insight.

Work Environment & Culture at brighthush

Our culture is built on transparency, inclusion, and a shared commitment to excellence. Even though you’ll be working remotely, you’ll feel part of a vibrant, global community:

• Weekly virtual team huddles and monthly all‑hands meetings to celebrate wins and share updates.
• Regular virtual coffee breaks and informal chat rooms where you can connect with colleagues across time zones.
• A culture of continuous feedback—both giving and receiving—to foster growth and innovation.
• Commitment to work‑life balance, with flexible scheduling options within the 8‑hour shift framework.
• Opportunities to participate in company‑wide initiatives—charity drives, sports events, and internal competitions—despite remote status.

Compensation, Perks & Benefits

While the exact salary will be commensurate with experience and market standards, you can expect:

• Competitive base salary for full‑time remote work.
• Performance‑based bonuses tied to key metrics such as CSAT, NPS, and first‑contact resolution.
• Comprehensive benefits package, including additional health insurance coverage.
• Gift vouchers and discounts on sports and wellness programs.
• Access to a digital wellness platform—providing meditation, fitness, and mental health resources.
• Regular professional development budget for courses, certifications, and conferences.
• Fully equipped home office stipend to ensure a productive and comfortable work environment.

How to Apply

Ready to elevate your customer support career with brighthush? Submit your application through our remote recruitment portal. By applying, you acknowledge that you consent to the processing, use, and storage of your personal data for recruitment purposes at brighthush.

We look forward to welcoming you to our dynamic, customer‑centric family!